The Age of Engagement: Improving Patient Communications and Outcomes
Healthcare is fast entering what could be called the “Age of Engagement” — an era intended to transform the patient-doctor relationship while also re-writing the rules on how to successfully run a medical practice.
Three reasons for this transformation include:
- The ease people have to healthcare information via the Internet, smartphones, and other technology. As a result, people are far more informed and proactive than previous generations. With this newfound awareness, expectations about the quality of care and their involvement in the care they receive are heightened.
- The second driver of patient engagement was the implementation of the Affordable Care Act (ACA). Although the ACA is in flux, measurement of “quality of care” and the focus on “patient satisfaction” is on the top of minds of payers, providers but most important, the patient. Financial incentives for physicians and healthcare providers are tied to the outcomes they produce specifically in areas of patient satisfaction and quality of care.
- Last, patients are responsible for paying for more and more of the cost of healthcare services. As a result, they are becoming savvy shoppers who want to have a say in their care. They also expect more from the healthcare team in helping to achieve their goals.
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The Age of Engagement: How Today's Patient Engagement Technology Can Help Improve Patient Outcomes
What Is Patient Engagement?
Patient engagement can mean different things to medical professionals and patients. At its core, engagement aims for closer communication and connection between patients and providers throughout the healthcare journey.
While engaging and allowing people to participate in their care may seem complicated and time-consuming, tools and best practices are emerging to help achieve these milestones. Tools like Shared Decision Making, the Patient Activation Measures, and Telehealth assist physicians and patients in improving patient engagement.
The HealthIT industry is moving to create tools and channels that will help. Kareo’s Sr. Manager of Product Marketing Sonny Singh agreed: “Allowing for channels to easily communicate and share information, we improve the end-to-end patient experience. Not only will the patient-provider relationship improve, but allowing for patients to easily find a provider, schedule an appointment, set up telehealth visits, submit intake forms electronically, make payments, and ask any follow-up questions will result in an improved experience overall with the practice, leading to happier patients and, in turn, a happier office staff.”
As the retail giant, Sy Syms said, ‘An educated consumer is our best customer.' Taking the time to educate and empower patients will improve the experience for both physicians and their patients.
Better Provider-Patient Communications
Communication is at the core of patient engagement and improving outcomes. One of the main challenges healthcare teams face is adapting to the “Age of Engagement” and providing patients with the knowledge they need to make healthcare decisions. According to the Office of Disease Prevention and Health Promotion, health literacy is a serious concern.
Research shows that only a small percentage of adults have proficient health literacy skills, and almost 9 out of 10 adults have difficulty using the everyday health information. In addition, the system is complex and fragmented, so it is hard for the average person to navigate when they are thrust into it. None the less, people realize they have to be involved in their health and healthcare and are looking to you for help.
Empowering people to take an active role in their care is no longer an option for healthcare teams, but rather a necessity. Here are some tips to improve communication:
1. Keep the information simple
Learn to share information in ‘plain language.' Plain language is one of the most powerful tools you have at your disposal. It may seem simple, but it does a huge part in combating health literacy barriers. The principles of plain language focus on communication that is clear, concise, and logically organized.
Plain language is not "dumbing down" content. Instead, it is using language that people can easily understand and apply written and verbal techniques that support comprehensions, such as visual aids and the teach-back/repeat-back method. Here are a few websites that you and your team can use to better understand how to implement plain language techniques within your practice.
2. Be as specific as possible
As healthcare professionals, we often tell patients to do things, but do not tell them how.
Providing vague instructions such as “stop smoking” or “you should lose 30 pounds” is like telling someone to drive to an unknown destination without providing a map or a GPS system. Finding ways to deliver useful information in written, audio, or video formats, either in-person or online, can supply the “how.” Understanding what will motivate a person to make a change in their behavior is key. Implementing the concepts of motivational interviewing is an important competency all healthcare professionals should work to improve.
If you’d like a good resource on motivational interviewing, be sure to check out the book Motivational Interviewing for Healthcare professionals: A Sensible Approach. Two doctors with expertise in Motivational Interviewing wrote the book and they offer a plethora of helpful insight.
3. Get patients involved in setting goals
The more concrete and personal the goals are, the more likely the patient will be to follow the plan of care it takes to achieve them. The Center for Healthcare Communication has great information on setting goals and measuring success to help you and your team get started.
4. Ensure everyone is on the same page
Don’t make assumptions that your patient and their caregivers understand what you say. Ask probing questions to ensure that when you're saying "X," your patients are hearing "X" and not "Y."
Incorporating the Ask Me-3 education approach is an excellent way to gain information from your patients, so you know if they understand your directions and their plan of care.
5. Make information sharable
Patient portals are great places to share goals, action items, reminders and information, with patients. The availability of a single access point for obtaining information enables patients to determine how they want to consume the data and share it with you and their other providers as needed. (Check out this article: Why Don’t Patients Use the Portal? Three Common Barriers and How to Overcome Them.)
6. Create accountability
Helping patients to be accountable is an integral part of patient engagement. Ask your patients to keep a diary to detail how they are doing with meeting their goals. Have them chart their progress, their challenges and what steps they took to stay on track. Take time to read the information and use this tool as part of your education and empowerment strategies.
According to the Health Program-Health Project, engaging patients more fully in their healthcare not only improves the experience of care for patients and their families, but it also enhances the quality and cost-effectiveness of care.
Research shows that more engaged patients have better outcomes concerning both cost and quality, which is why consumer engagement is such an essential element of the new delivery system and payment reforms emerging to address the significant challenges facing the U.S. healthcare system.